IAHSS ADVANCED OFFICER
CERTIFICATION A+ GRADED
QUESTIONS AND ANSWERS
What are the two most important aspects of a successful security program?
a. Assist law enforcement and identifying known criminals
b. Patrol and crime prevention
c. Crime prevention and risk assessment
d. Security awareness and crime prevention - CORRECT ANS d. Security awareness
and crime prevention
Why is crime analysis important? - CORRECT ANS It helps security monitor the level
and types of crime and seasonal fluctuations.
How does environmental design promote a safer environment? - CORRECT ANS
Design areas with:
CPTED
Clear sight lines
Appropriate lighting
Unambiguous sinage
Sprinkler heads must not have any obstruction or storage within _____ inches of the
sprinkler head:
a. 12
b. 16
c. 18
d. 20 - CORRECT ANS c. 18
What agency requires Hazard Surveillance Rounds?
a. Occupational Safety Health Association (OSHA)
b. The Joint Commission (TJC)
c. National Fire Protection Association (NFPA)
d. Environmental Protection Agency (EPA) - CORRECT ANS b. The Joint Commission
What are the two categories of safety and securities inspections?
a. Surveillance surveys and security surveys
b. Hazard inspections and security rounds
c. Hazard surveillance rounds and security surveys
d. Surveillance rounds and hazard surveillance surveys - CORRECT ANS c. Hazard
surveillance rounds and security surveys
,Hazard Surveillance Round inspections are reported to:
a. Occupational Safety Health Association (OSHA)
b. The Supervisor of the facility
c. The Joint Commission (TJC)
d. The safety committee of the healthcare organization - CORRECT ANS d. The safety
committee of the healthcare organization
Patient care buildings and satellite health centers require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. Every three years - CORRECT ANS c. Twice per year
Non-patient care buildings and exterior grounds require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. None of the above - CORRECT ANS a. Once per year
The five-step approach to crime analysis is:
a. Gather, Collate, Analyze, Separate, Evaluate feedback
b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback
c. Collect, Evaluate, Collate, Disseminate, Gather feedback
collect, Collate, Analyze, Gather/Evaluate feedback - CORRECT ANS b. Collect,
Collate, Analyze, Disseminate, Gather/Evaluate feedback
Crime analysis data reports should be presented to the institutional safety committee
how often?
a. Quarterly
b. Bi-Annually
c. Annually
d. Never - CORRECT ANS a. Quarterly
Healthcare facilities that provide _______ customer service motivate customers to tell
others about these organizations.
a. Respectful
b. Adequate
c. Knowledgeable
d. Excellent - CORRECT ANS d. Excellent
Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
, d. All of the above - CORRECT ANS d. All of the above
_______ can be an excellent way to measure customer service and improve
performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring - CORRECT ANS b. Feedback
______ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above - CORRECT ANS e. All of the above
Communication is ________________:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice - CORRECT ANS a. 93% body
language, 7% words
Customer retention is __________ times less expensive than attracting new customers.
a. 2 to 3
b. 5 to 6
c. 7 to 9
d. 10 to 12 - CORRECT ANS b. 5 to 6
Satisfied customers on average tell _________ other people about their positive
experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 - CORRECT ANS c. 4 to 5
How many healthcare organizations have earned the Plane tree organization's
designation as a 'patient-centered hospital'?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 - CORRECT ANS c. more than 125
What are the four elements of the "Fish" philosophy? - CORRECT ANS 1. Choose your
attitude
2. Play
CERTIFICATION A+ GRADED
QUESTIONS AND ANSWERS
What are the two most important aspects of a successful security program?
a. Assist law enforcement and identifying known criminals
b. Patrol and crime prevention
c. Crime prevention and risk assessment
d. Security awareness and crime prevention - CORRECT ANS d. Security awareness
and crime prevention
Why is crime analysis important? - CORRECT ANS It helps security monitor the level
and types of crime and seasonal fluctuations.
How does environmental design promote a safer environment? - CORRECT ANS
Design areas with:
CPTED
Clear sight lines
Appropriate lighting
Unambiguous sinage
Sprinkler heads must not have any obstruction or storage within _____ inches of the
sprinkler head:
a. 12
b. 16
c. 18
d. 20 - CORRECT ANS c. 18
What agency requires Hazard Surveillance Rounds?
a. Occupational Safety Health Association (OSHA)
b. The Joint Commission (TJC)
c. National Fire Protection Association (NFPA)
d. Environmental Protection Agency (EPA) - CORRECT ANS b. The Joint Commission
What are the two categories of safety and securities inspections?
a. Surveillance surveys and security surveys
b. Hazard inspections and security rounds
c. Hazard surveillance rounds and security surveys
d. Surveillance rounds and hazard surveillance surveys - CORRECT ANS c. Hazard
surveillance rounds and security surveys
,Hazard Surveillance Round inspections are reported to:
a. Occupational Safety Health Association (OSHA)
b. The Supervisor of the facility
c. The Joint Commission (TJC)
d. The safety committee of the healthcare organization - CORRECT ANS d. The safety
committee of the healthcare organization
Patient care buildings and satellite health centers require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. Every three years - CORRECT ANS c. Twice per year
Non-patient care buildings and exterior grounds require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. None of the above - CORRECT ANS a. Once per year
The five-step approach to crime analysis is:
a. Gather, Collate, Analyze, Separate, Evaluate feedback
b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback
c. Collect, Evaluate, Collate, Disseminate, Gather feedback
collect, Collate, Analyze, Gather/Evaluate feedback - CORRECT ANS b. Collect,
Collate, Analyze, Disseminate, Gather/Evaluate feedback
Crime analysis data reports should be presented to the institutional safety committee
how often?
a. Quarterly
b. Bi-Annually
c. Annually
d. Never - CORRECT ANS a. Quarterly
Healthcare facilities that provide _______ customer service motivate customers to tell
others about these organizations.
a. Respectful
b. Adequate
c. Knowledgeable
d. Excellent - CORRECT ANS d. Excellent
Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
, d. All of the above - CORRECT ANS d. All of the above
_______ can be an excellent way to measure customer service and improve
performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring - CORRECT ANS b. Feedback
______ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above - CORRECT ANS e. All of the above
Communication is ________________:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice - CORRECT ANS a. 93% body
language, 7% words
Customer retention is __________ times less expensive than attracting new customers.
a. 2 to 3
b. 5 to 6
c. 7 to 9
d. 10 to 12 - CORRECT ANS b. 5 to 6
Satisfied customers on average tell _________ other people about their positive
experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 - CORRECT ANS c. 4 to 5
How many healthcare organizations have earned the Plane tree organization's
designation as a 'patient-centered hospital'?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 - CORRECT ANS c. more than 125
What are the four elements of the "Fish" philosophy? - CORRECT ANS 1. Choose your
attitude
2. Play
